The US Bureau of Labor Statistics survey estimates that online shopping during COVID-19 accounts for $158 billion in sales that would otherwise have taken place in physical retail stores.  

According to Salesforce’s State of the Connected Customer report:

- Customers turn up to 9 channels on average while exploring product options and making purchases
- 76% of customers prefer different channels depending on their requirements
- It is crucial for online retailers to invest in offering an omnichannel experience to their customers.

As eCommerce brands gear up to meet this vastly increased demand in 2021 and beyond, the one competitive edge that needs to sharpen is CX. Here are a few trends that eCommerce leaders need to pay special attention to in the years ahead.